FaxBack Support Subscription Plans

Transcription

1 FaxBack Support Subscription Plans Standard Support Plan This is available for NET SatisFAXtion Small Business and Enterprise editions. FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Benefits include: Hours of Coverage: Monday - Friday 6:30am - 5:00pm PST, excluding holidays Support Contact Options: phone, , and live chat via FaxBack.com Number of Incidents: unlimited SOFTWARE UPDATES: service packs, software updates and product releases Service Tip, Release Notifications and News Extended Support Plan This is available for NET SatisFAXtion Small Business, Enterprise, and Carrier / Provider editions. Includes all the features of our Standard Support plan plus an extended support window. This plan allows for more flexibility and options to interact with our support team. Benefits include: Includes all features of the Standard Support Plan Additional Hours of Coverage: 5:00pm - 9:00pm PST, Monday - Friday (excluding holidays) -based technical support during extended support hours Ticket Priority: High - guaranteed response from a support engineer within one hour After hours planning assistance in addition to support ticket help 24x7 Support Plan This is available for Small Business, Enterprise, and Carrier/Provider editions. This support plan is geared toward organizations with mission-critical fax systems that cannot risk downtime. Enables customers to handle system maintenance, upgrades or other potential support issues during non-business and non-critical hours of operation. NOTE: Only DOWN issues will be addressed after hours. Down issues are defined as critical production issues affecting all users, including system unavailability or problems with significant impact. No workaround available. Benefits include: Includes all features of the Standard Support and Extended Support Plans Expedited 24x7 Support: 365 days a year, including holidays and weekends Ticket Priority: Highest - guaranteed call back from a support engineer within 30 minutes Crisis and downtime management: help with overall uptime and high availability FaxBack, Inc. Rights Reserved ( ) info@faxback.com 10/27/2016 1

2 Complimentary Support New Customer and Trialware Support are complementary support provided with purchase of a fax solution or with a trial of our fax solutions. This support plan begins when the software product key is provided (not on installation). Complimentary Support users receive: Length Support Access: 30 Days Hours of Coverage: Monday - Friday 6:30am - 5:00pm PST, excluding holidays Premium Annual AudioCodes Hardware Support Comprehensive support of AudioCodes media gateway devices used for fax communications. Support is handled directly from FaxBack by AudioCodes trained and certified technicians. Hardware MUST be purchased in conjunction with an active FaxBack's Support Plan. Benefits include: Assistance with setup/install, diagnosis and support resolving connectivity/communications issues Access to firmware upgrades and patches/fixes from AudioCodes Advanced analysis and fax packet capture tools included Limited to fax applications only Support for the following media gateways: Media Pack 114/118, Mediant 800/1000, Mediant 2000/3000 FaxBack, Inc. Rights Reserved ( ) info@faxback.com 10/27/2016 2

3 Professional Services Get help with solution setup, customized features and training to receive the maximum value from fax solution investment. services require an active support plan and are available during FaxBack Standard Support hours, unless otherwise planned with a 24x7 Support Plan. For more information contact your sales representative. Professional Services: Remote Installation Services A Professional Services Engineer will remotely access your server and provide the following: Consultation to determine a plan of action Installation and configuration assistance Q & A Session Professional Services: Custom Professional Programming Services For customized fax features and functionality. Requires scope call and custom quote by Professional Services Engineer. Professional Services: One Year Quarterly Software Tune-Up Ensure your Fax Server is running at it's optimal performance with our quarterly tune-up service. A FaxBack support tech will remotely access your server to perform software maintenance. Clear out cached files Run error detection for any transmission errors that may be occurring Install latest updates & patches Archive historical data Ensure user configurations are running efficiently Learn all the capabilities of your software and maximize the value of your FaxBack applications with expertise from the people who know it best - our technical training engineers. at FaxBack Campus Remote Online On-site Installation and Custom training designed specifically for organizational requirements FaxBack, Inc. Rights Reserved ( ) info@faxback.com 10/27/2016 3

4 FaxBack Support Subscription Plans - Small Business / Enterprise Standard Support Extended Support 24x7 Support NET SatisFAXtion Small Business Edition NET SatisFAXtion Enterprise Edition NET SatisFAXtion Trialware 30 days, renewable as needed in 30 day increment Day Complimentary Support IAF Services Support (if subscribed to IAF Services) Contact Normal Business Hours Monday-Friday 6:30AM-5PM PST, no holiday, Saturday/Sunday Expanded Base Hours Extended Support Coverage - See Summary Monday-Friday 5PM-9PM PST, no holiday, Saturday/Sunday Around the Clock 24x7 Hours NOTE: Only down issues addressed after hours - See Summary 365 days a year, including holidays, Saturday, Sunday -, only - - Live Chat via FaxBack.com (normal business hours only) Telephone Resources Self-Help Knowledge Base Service Tip / Release s and News Service packs, software updates and product releases FaxBack Customer Connection - dial-in / remote access to customer-system for rapid resolution Planning Assistance for deployment and expansion - Diagnosis and Data Gathering - Ongoing Support Guidance - during and outside of active support issues - Urgency Higher priority for faster response time - Instant issue escalation - Question, topics and issues handled Support Ticket Response Window Real-time response during normal business hours < 60 minutes during extended support hours < 30 minutes after hours Bypassing Level 1 - direct access to technicians - System Diagnois Priority - direct engineer involvement to minimize downtime - High availability and overall uptime assistance and guidance - Crisis and downtime management - Services Installation / Professional Services AudioCodes Hardware Support Scheduled after hours support on a paid per hour basis Add'l Cost after 5:00pm PST Add'l Cost after 9pm PST Extra charges may apply Price Cost (total current list price of the software products purchased) 15% 19% 25% Multi-year plans FaxBack, Inc. Rights Reserved ( ) info@faxback.com 10/19/2016

5 FaxBack Support Subscription Plans - Carrier / Provider Extended Support 24x7 Support NET SatisFAXtion Small Business Edition No NET SatisFAXtion Enterprise Edition NET SatisFAXtion Provider / Carrier Edition 30-Day Complimentary Support IAF Services Support (if subscribed to IAF Services) Contact Normal Business Hours Monday-Friday 6:30AM-5PM PST, no holiday, Saturday/Sunday Expanded Base Hours Extended Support Coverage - See Summary Monday-Friday 5PM-9PM PST, no holiday, Saturday/Sunday, only Around the Clock 24x7 Hours NOTE: Only down issues addressed after hours - See Summary 365 days a year, including holidays, Saturday, Sunday - Live Chat via FaxBack.com (normal business hours only) Telephone Resources Self-Help Knowledge Base Service Tip / Release s and News Service packs, software updates and product releases FaxBack Customer Connection - dial-in / remote access to customer-system for rapid resolution Planning Assistance for deployment and expansion Diagnosis and Data Gathering Ongoing Support Guidance - during and outside of active support issues Urgency Higher priority for faster response time Instant issue escalation Question, topics and issues handled Support Ticket Response Window < 60 minutes during extended support hours < 30 minutes after hours Bypassing Level 1 - direct access to technicians System Diagnois Priority - direct engineer involvement to minimize downtime High availability and overall uptime assistance and guidance Crisis and downtime management Services Installation / Professional Services AudioCodes Hardware Support Scheduled after hours support on a paid per hour basis Price Add'l Cost after 9pm PST Extra charges may apply Cost (total current list price of the software products purchased) 19% 25% Multi-year plans FaxBack, Inc. Rights Reserved ( ) info@faxback.com 10/19/2016